Production Support Systems Intern

About the Role

The Production Support Systems Intern supports the team responsible for maintaining the stability and availability of Vcheck's production systems. Working closely with experienced engineers, interns will gain hands-on experience in incident management, monitoring alerts, and escalations within a live environment. The role involves learning to observe and follow runbooks, and gradually taking on more responsibility for incident triage.

Key Responsibilities

• Monitor Sentry and CloudWatch dashboards for errors and anomalies under the guidance of a senior engineer.
• Perform first-level triage of alerts and follow documented runbooks for known issues.
• Create and update JIRA Service Management tickets with clear, complete incident details.
• Escalate issues to the on-call engineer or Tier 3 with accurate, well-structured summaries.
• Prepare shift handoff reports and participate in overlaps with the wider team.
• Read CloudWatch Logs to identify ECS task errors, AWS Batch job failures, and Lambda/API issues.
• Assist with restarting failed ECS tasks and retrying Batch jobs, as directed.
• Run start-of-shift and end-of-shift environment health checks and confirm nightly batch jobs have completed.
• Learn to differentiate frontend (React JS) issues from backend API failures using Sentry error traces.
• Run basic PostgreSQL/RDS checks and flag slow queries or connection issues.
• Verify that nightly backup and data replication jobs completed, and report any failures promptly.
• Observe and support scheduled maintenance and deployments, including post-deployment monitoring.
• Write simple Python scripts to automate repetitive checks and parse logs.
• Document incident summaries, resolution steps, and learnings; help update runbooks and SOPs in the knowledge base.

Requirements & Tech Stack

• Pursuing or recently completed a Bachelor's/Master's degree in Computer Science, IT, Engineering, or a related field.
• Foundational understanding of cloud concepts; exposure to AWS (EC2, S3, CloudWatch, RDS) is a plus.
• Basic proficiency in Python for scripting and log parsing.
• Basic understanding of SQL/PostgreSQL and how web applications and REST APIs work.
• Familiarity with Linux command line and Git fundamentals.
• Awareness of Docker and containers is a plus; exposure to Django, FastAPI, or React JS is a plus.
• Curiosity about monitoring and incident management tools such as Sentry, JIRA, or similar; prior use is a plus.
• Calm, methodical, and attentive to detail when things go wrong.
• Strong written communication skills for incident notes and shift handoffs.
• Eagerness to learn, take feedback, and ask for help or escalate when unsure.
• Prior internship, academic project, or hands-on lab experience in IT support, DevOps, or NOC environments is a plus.
• AWS Cloud Practitioner or ITIL Foundation certification (or willingness to pursue one) is a plus.

Qualifications

• No prior production support experience is needed.
• Passion for joining a diverse team.
• Driven to achieve results through ownership, process optimization, and upstanding character.
• Curious, eager to learn, and driven to grow through ownership, attention to detail, and upstanding character.